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How Do I Write a Formal Complaint Letter East Midlands Complaints Regional Database

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How Do I Write a Formal Complaint Letter East Midlands Complaints Regional Database Powered By Docstoc
					East Midlands Complaints Regional Database as at 16th December 2003
COMPL CASE_NA CASE_NUM TYPE_OF_ DATE_REPOR DATE_COMPL NAME_OF_TEA
AINT_N  ME       BER     CASE   T_ORDERED AINT_RECEIVE M_MANAGER
UMBER                                           D

416-01                     Statutory   10/27/2002        11.07.03
                             Care


422-01                      Private     20.03.03         19.06.03




422-02                      Private     20.03.03         08.07.03




404-03                      Private     2/1/2001        5/18/2001


404-04                      Private                   27th June 2003



414-03                      Private                      6/6/2003




414-04                      Private

416-02                      Private    30/09/2003        08.09.03




404-03                    Private          1/2/2001        5/18/2001
404-04   Private                     27th June 2003



414-01   Private   14/02/2003        02.05.03




414-05   Private   ??/04/03          12.08.03




414-06   Private   22/05/2003        13/08/2003



414-07   Private                     12.08.03


418-01
410-01   Private                            6/5/2003


410-02   Private         12/5/2039 21.07.03


410-03   Private   n/a               29/09/1994

410-04   Private   n/a               17/11/1976

410-05   Private          8/2/2003        11/8/2003




410-06   Private                     20/08/2003

410-07   Private                     30/11/1967




410-08   Private   30/06/2003        17/09/2003
410-09    Private                    15/10/2003


410-010   Private                        10/17/2003


410-011   Private                    17/10/2003




406-01    Private         5/8/2003        3/11/2003



418-02    Private   18/08/2003       23/09/2003




414-08    Private   15/10/2003            7/10/2003


414-09    Private   16/05/2003       13/08/2003



414-010   Private                         3/11/2003


410-012   Private        4/11/2002 10.11.03



410-013   Private   15/10/2003       20/11/2003



410-014   Private   16/10/2003       19/11/2003
414-011   Private   4/9/2003 20/11/2003



416-03    Private   8/5/2003 28/11/2003



414-012   Private   2/9/2003 02.12.03
NAME_OF_STAF    OFFICE_BASE     SurName   ForName   STATUS      ADDRESS APP_RESP_
  F_MEMBER                                                                CODE


                 Nottingham                         Grandpare              Other
                                                       nts


                 Northampton                         Mother             Respondent




                 Northampton                         Mother             Respondent




                    Lincoln                         Grandpare            Applicant
                                                       nts

                 Chesterfield                        Father             Respondent



                  Mansfield                          Father              Applicant




                 Nottingham                          Father              Applicant

                 Nottingham                          Father              Applicant




               Lincoln                              Grandpare           Applicant
                                                    nts
Chesterfield   Father      Respondent



Mansfield      Mother      Respondent




Nottingham     Father      Applicant




Nottingham     Mother      Applicant



Mansfield      Grandpare   Other
               nts


Derby          Father      Applicant


Leicester      Grandpare   Other
               nts

Leicester      Mother      Applicant

Leicester      Other       Other

Leicester      Mother      Respondent




Leicester      Father      Applicant

Leicester      Mother      Respondent




Leicester      Father      Applicant
Leicester    Father      Respondent


Leicester    Mother      Applicant


Leicester    Other       Other




Derby        Father



Lincoln      Father      Applicant




Mansfield    Mother      Respondent


Mansfield    Mother      Respondent



Nottingham   Father      Respondent


Leicester    Mother      Respondent



Leicester    Solicitor   Other



Leicester    Other       Other
Nottingham   Father   Applicant



Nottingham   Father   Applicant



Nottingham   Mother   Respondent
POST_CO   TEL_NO   ETHINICITY_ GENDER_ COMPLAINT_C
  DE                 CODE       CODE      ODE


                   White British    Female   11/1/2000



                    Not Known       Female




                    Not Known       Female




                   White British    Female      13


                    Not Known        Male




                    Not Known        Male     01,08

                   Other Ethnic      Male    10/1/1900
                      Group



                   White British   Female
Not Known       Male



White British   Female




White British   Male     8,12




White British   Female   01,13



                Male     01,08



                Male             1/1/2000


                Female


                Female

                Male

White British   Female




Not Known       Male

Not Known       Female




White British   Male
White British   Male


White British   Female


Not Known       Male




                Male




Asian or        Female
Asian British
Other
                Female



White British   Male


                Female



Not Known       Female



Not Known
                Male                13



White British   Male



Mixed White     Female   02,08,14
Black
Carribbean
   BRIEF_SUMMARY_OF_COMPLAINT                      COMPLAIN    IF_NO_WHY_AND_BASIS             DATE_ACKN
                                                   T_ACCEPT                                    OWELDGED
                                                      ED

 Mrs xx believes that practitioner is refusing      TRUE                                        7/14/2003
  to communicate with her folowing a letter
 from the childs solicitor to her solicitor. Mrs
        xx wanting another Guardian
     Mrs xx feels that there are some in-           TRUE                                        31.07.03
           accuracies in the report.
 She also complained that Mr. Xx had been
  dismissive of her view and quoted him as
   making an offensive remark towards her.

  Mr xxwas willing to meet with Mrs xx and
                  myself in

  Ms. xxfelt that the report was slanted and
          favoured the other party,
     She was angry that practitioner had
disclosed in the report some information she
             had asked him not to.

 Ms. xxaccepted a meeting with Mr. Xx and
     myself, the outcome of which was a)
Grandmother unhappy with the way the child          TRUE                                        5/18/2001
was interviewed. Failure to recognise effect
              of disability of child.
 Mr xx is challenging the conduct in court by       TRUE                                        16th Sept
practitioner Mr xx is also unhappy that police                                                    2003
   checks were not undertaken on Mrs xx
                   boyfriend.
                                                    FALSE      out of time . Final Hearing
                                                                 was 14 Aug 2002.Issue
                                                               relates also to subsequent
                                                                issues to do with indirect
                                                              contact. Have replied to these

  No trust in CAFCASS . Change of officer           FALSE      No. Nothing established to
                     requested                                  warrant change of offcier
 Mr xx believes that Mr xx made statements          TRUE                                        10.09.03
    during a Duty interview that led him to
   believe the childs wishes were not being
   heard and that the child should not have
               made the statement.
Grandmother unhappy with the way the child          TRUE                                          5/18/2001
was interviewed. Failure to recognise effect
of disability of child.
Mr xx is challenging the conduct in court by    TRUE                                   16th Sept
practitioner. Mr xx is also unhappy that                                               2003
police checks were not undertaken on Mrs
xx boyfriend.
Feels taking too much notice of ex- husband.                                           14/05/2003
Wanting to influence officer's report so that
her interests are protected. Allegation that
officer disregarded her concerns re safety.

Ms xx refused to talk to him during the         TRUE   Ms xx had declined to talk to   18/08/2003
supervised contact session . Also he does              him on the proposed
not think we are robust enough in                      observed contact .
confromnting his ex -partner's unwillingness
to allow contact to happen
Officer had not taken into account the                 Report checked . Client told
special needs of autistic child and thought            to contest in court
thru' the implications of shared care
recommendation
Mr xx had not made sufficient enquiries of             Grandfather not a party
Grandparents and was overly positive about
the mother

2nd stage complaint                             TRUE   2nd stage complaint                  8/5/2003
Officer bias towards mother
Unhappy with report content
Is not happy with Ms x's assessment.                   No
                                                       None party and wishes to
                                                       discuss
Complaint that officer was rude during          TRUE                                   21/07/2003
dispute resolution.
Complains of rudeness to mother during          TRUE                                   21/07/2003
dispute resolution
Miss xx sent copy of solicitors transcript of   TRUE                                   26/08/2003
attendance at court and hearing. The
transcript contains references to xx. She
does not make clear what areas of complaint
she wishes me to address.Clarification
sought.
Complainant alleges officer was                 TRUE
unprofessional during dispute resolution.
Various issues to do with manner and            TRUE                                   17/04/1995
communication. At the point of investigation
mother discussed issues with officer. On
19th Sept it was agreed that issues have
been largely resolved. No further action
required.
Mr xx has raised a number of concerns           TRUE                                   22/09/2003
about the service he has received including
practitioners interview with his daughters
Father unhappy about report and that wishes        TRUE
and feelings of child not accurately
represented.
Number of issues relating to communication         TRUE                                          11/7/2003
and the assessment process.

Branch Chairman of Families Need Fathers                   No. Non party. Referred to
(Corby and Kettering) complaining about                    complaints procedure and
practitioner after sitting in on a first meeting           advised more suitable for
at request of the Applicant father.                        applicant to complain if
                                                           necessary
"regarding her serious professional                        Matter not yet heard in Court -       4/11/2003
misconduct, which... was responsible for an                 Next Hearing Date 13/01/04.
unfair and justificed deicison... regarding                 Advised to raise matter in
contact with my son"                                       Court
not wanting xx to prepare addenda currently        FALSE   No . Long telephone
requested in long-standing court proceedings               conversation on 8/10/03 as
                                                           follow up to my letter
                                                           acknowledging concerns . Mr
                                                           xx is frustrated with the
                                                           process as much as anything
                                                            - will cooperate with
                                                           addenda ordered to see if
                                                           contact can be progressed.

That the officer was lazy and incompetent          TRUE    Process issues raised                 8/10/2003
and should be dismissed                                    .Needed investigation

Mum unhappy re report and esp allegation
made by Dad that she denies, but this was
included in report without her comment.

Human Rights of self and child have been                                                     14.11.03
infringed .Important facts omitted from the
report
Alleges that Mr xx stated that allegations of      TRUE                                      3.11.03
suspected abuse by father against son has
been investigated by Social Services when in
fact they had not
Complaining on behalf of (client). Complains       TRUE
Ms xx was biased in favour of mother and
her partner and demands investigation into
preperation of report.
Grandparent suggesting that practitioner has               No.
not acted in childrens interests                           Comprehensive complaint
                                                           received from solicitor on
                                                           behalf
                                                           of the applicant which covers
                                                           the same issues as this
                                                           complaint.
Does not feel adequate investigations have
been carried out and feels letter offering a
way forward is sweeping matters under the
carpet
Mr xx believes the Nottingham Office should     TRUE   3/12/2003
not have completed the report.
The report was biased
Childs views not accurately reported.
Mother dissatisfied with the way and with
what information was obtained from the
school. Dissatisfied with 2 words used in the
report and felt she should have been sent a
draft report to agree
DATE_PROBLE DATE_COMPL OUTCODE_PROBL INV_DATE_COM DATE_COMPLAIN
M_STAGE_CO AINT_SUBJEC      EM       PLAINT_LETTER T_PASSED_TO_M
  MPLETED   T_INFORMED                 _RECEIEVED      ANAGER

  1/8/2003            1/8/2003 Resolved



                              Not Resolved




  6/20/2003          6/20/2003 Not Resolved          5/18/2001            7/16/2003


                              Not Resolved    27th June 2003     18th Sept 2003




 15/09/2003      15/09/2003   Resolved




     6/20/2003       6/20/2003 Not Resolved          5/18/2001            7/16/2003
                                Not Resolved      27th June 2003   18th Sept 2003



14/05/2003        14/o5/03      Not Resolved




18/08/2003        18/08/2003    Partly Resolved




       5/6/2003 28/02/2003      Resolved          20/03/2003                 6/5/2003


                                                  20/03/2003                 6/5/2003


24/07/2003        24/07/2003    Resolved

24/07/2003        24/07/2003    Resolved

25/09/2003        26/09/2003    Not Resolved




       2/9/2022         2/9/2022 Resolved




30/09/2003
    10/28/2003   11/7/2003 Not Resolved            11/4/2003              11/4/2003




     4/11/2003   4/11/2003                         3/11/2003              3/11/2003




31/10/2003       3/10/2003 Not Resolved




                             Not Resolved   21.11.03           21.11.03
INVESTIGATORS_NAME DATE_APPOINT DATE_INVESTIGATOR_ DATE_REPOR
                        ED       REPORT_RECEIVED T_TO_RM_CO
                                                    MPLAINANT




                        7/31/2003




                        7/31/2003
      11/10/2003




28.11.03
INV_OUTCOME   DATE_APPEAL_LETTE DATE_PASSED_TO_B DATE_ACKNOWL APPEAL_
                      R               OARD           EDGED    OUTCOM
                                                                 E
Eastern Complaints Regional Database as at 15th December 2003
COMPLAINT_   CASE_NAME   CASE_NUMB TYPE_OF_C DATE_REPOR DATE_COMPLAINT_
 NUMBER                      ER       ASE    T_ORDERED     RECEIVED


  530-01                              Private   29/01/2003         6/5/2003




  528-01                              Private    23.8.02           24.4.03




  518-01                              Private                     4/30/2003


  518-02                              Private    12.12.02          12.5.03




  518-03                              Private    21.1.03           13.5.03

  518-04                              Private


  508-01                              Private    26.2.02           22.4.02




  518-05                              Private   Filed 21st      11th June 2003
                                                  march


  518-06                              Private    20.8.02         13th Jun 03


  518-07                              Private    9.12.02            3.7.03
NAME_OF_TEAM_ NAME_OF_STAF   OFFICE_BASE   SurName   ForName   STATUS
   MANAGER      F_MEMBER


                               Ipswich                         Father




                                norfolk                        Mother




                              Colchester                       Father


                              Colchester                       Father




                              Colchester                       Father

                                                                Other


                                Luton                          Father




                              Colchester                       Mother



                              Colchester                       Mother


                              Colchester                       Mother
ADDRESS   APP_RESP_C POST_CODE   TEL_NO   ETHINICITY_ GENDER_CO COMPLAIN
             ODE                            CODE         DE      T_CODE


          Respondent                      White British    Male    12/1/2000




           Applicant                      White British   Female




           Applicant                       Not Known       Male     07, 02


           Applicant                       Not Known       Male       2




           Applicant                       Not Known       Male     7,11,13

            Other                          Not Known       Male     12,01


           Applicant                      White British    Male    5/1/1900




          Respondent                       Not Known      Female



          Respondent                       Not Known      Female


          Respondent                      White British   Female
    BRIEF_SUMMARY_OF_COMPLAINT                     COMPLAINT_ IF_NO_WHY_AND_BASIS DATE_ACKNO
                                                    ACCEPTED                       WELDGED


After reading the court report the complainant       TRUE
    did not feel that the officer had propely
   investigated all the issues he raised nor
covered them in the report. Complainant was
    not opposingbirth mothers application.
that the Offcier colluded and was corrupt and        FALSE    matters raised by Mrs xx      1.5.03
    perverted the course of justice. Mrs xx                    were dealt with in cross
 application was for contact with her children.              examination or should have
     FAO made and failed with no contcat                                been
                   forthcoming.
   Officer' salleged failure to meet National
  Standards, See documentation for further
                      details.
Mr xx believes that Mrs xx report was biased
   and that she placed undue emphasis on
mother's concerns about him and insufficient
  emphasis on his concerns and the child's
                      wishes
  Mr xx not content with enquiries made or
    content of report- wanted it withdrawn.
 Opinions expressed by Mrs xx in interviews.
                   General Bias
             Wishes of child ignored
Mr. xxwanted the officer changed on the basis        TRUE      Accepted on basis that       31.7.02
              that she was biased.                             complainant was clearly
                                                              angry and did not feel he
                                                             had been listened to. It was
                                                              hoped that by proceeding
                                                              he may have that chance.

Mrs xx has telephoned and written to say there
are numerous matters she is not satisfied with.
  Wants to arrange an appointment to discuss

Mother not happy with assessmentin report felt       FALSE   Not accepted. Issues need
             officer was biased.                              to be adjudicated in court

  Mrs xx is complaining that officer visited her
  home, stayed for an uneccessary period on
     each occasion and discussed his own
 interests health rather than focussing on the
              interests of the child.
DATE_PROBL DATE_COMPLAI OUTCODE_PRO INV_DATE_COM DATE_COMPLA INVESTIGATOR
EM_STAGE_ NT_SUBJECT_I      BLEM     PLAINT_LETTE INT_PASSED_T  S_NAME
COMPLETED    NFORMED                 R_RECEIEVED O_MANAGER




  14.5.03    15.5.03




  15.05.03   16.05.03   Not Resolved   22.05.03   23.05.03




  16.4.03    26.4.03    Not Resolved   17.3.03    24.4.03
DATE_APPOI DATE_INVESTIGA DATE_REPORT    INV_OUTCOME     DATE_APPEAL_LETTE
   NTED    TOR_REPORT_R _TO_RM_COM                               R
              ECEIVED       PLAINANT




26.05.03   11.08.03      11.08.03       Upheld in part   Appeal file received on
                                                         29/09/03
DATE_PASSED_TO_BO DATE_ACKNOWL APPEAL_O
       ARD            EDGED     UTCOME




                              Not
                              accepted
North West Complaints Regional Database as at 23rd December 2003
COMPLAIN   CASE_NAME   CASE_NUM TYPE_OF_CA DATE_REPORT_ DATE_COMPLAIN
T_NUMBE                   BER       SE       ORDERED      T_RECEIVED
   R
 110-01                            Private       08.01.03     24.04.03




 110-02                            Private       no report    02.05.03




 110-03                         Statutory Care                19.05.03




 112-01                            Private       12/2/2003   4/28/2003




 112-02                            Private       3/28/2003   4/23/2003
 112-03                            Private          N/A       01.02.03

 108-01                            Private                    02.04.03




 108-02                            Private       10/2/2003    02.05.03




 108-03                            Private       1/15/2003   4/29/2003
  110-04       Private         3/21/2003       5/20/2003




  122-01




126-01     Private       N/A               08.05.03




106-01     Private       07 10 02          15.05.03



106-02     Private       05.12.02          27.05.03




106-03     Private       14.05.01          01.08.02

132-01     Private       20.3.03 Private   29.5.03
                         Law 9.5
                         appointment of
                         Guardian
106-04     Private       14.02.03          05.06.03.




106-05     Private       28.11.02          02.06.03



116-01     Private       11.04.03          29.4.03
116-02     Private       21.03.03          22.05.03


116-03     Private       28.02.03          22.05.03

116-04     Private                         12.01.03
112-04   Private                      0 2/06/03



112-05   Adoption   n/k                           6/19/2003




116-05   Private                      01.07.03


128-01   Private    24.4.03           29.04.03




128-02   Private    3 reports since   1.5.03
                    Nov 2002




128-03   Private    26.09.02          12.5.03




128-04   Private    14.11.01          2.2.02


128-05                                23.05.03
114-01   Statutory Care 7.12.01               25.6.03




114-02   Statutory Care                       09.06.03




114-03   Private          22.07.03 FAO        31.07.03




106-06   Private          10.04.03            16.06.03




106-07   Private          27.11.02            20.07.03




112-06   Private                     6/25/2002 07.08.03



110-05   Private          28/05/2003          19/08/2003




116-06   Private          29.04.02            02.09.02

108-04   Private                              09.06.03
108-05    Private              11/21/2002 02.09.03




110-06    Private                          02.10.03




112-07    Private       14/07/2003         30/09/2003

132-02    Statutory Care 24/06/2002        20/10/2003

108-06    Private                          13/08/2003




116-07    Private       31.10.02           09.10.03

116-08    Private                          01.10.03


116-09    Private                          27.09.03

116-010   Private                          15.09.03

114-04    Private                  7/3/2003 11.09.03



114-05    Private       27.02.03           10.10.03



110-07    Private       24/11/1998         13/10/2003
108-07   Private                           11/26/2003




110-08   Private   14/05/2003       13/11/2003




110-09   Private         10/20/2003 01.12.03
NAME_OF_TEAM_ NAME_OF_STAFF_ OFFICE_BASE    SurName   ForName   STATUS
   MANAGER       MEMBER

                                Carlisle                         Other




                               CARLISLE                         Mother




                                Carlisle                        Father




                                Preston                         Father




                                Preston                         Mother
                                Preston                         Mother

                               Withington                        Other




                               Withington                       Father




                               Withington                       Mother
    Carlisle     Mother




WARRINGTON     Father




St.Helens      Mother



St.Helens      Mother




St.Helens      Other
               Relative
Manchester     Father



St.Helens      Father




St.Helens      Grandpare
               nts


Stockport      Solicitor
Stockport      Father


Stockport      Solicitor

Stockport      Father
Preston            Father



n/k                Father




Stockport          Other


Lancaster/Presto   Father
n




Sessional          Mother




Lancaster          Mother




Blackpool          Mother


Lanc and
Preston
Sandbach     Father




Warrington   Other




Sandbach     Father




St.Helens    Father




St.Helens    Father




Preston      Mother



Carlisle     Father




Stockport    Father

Withington   Mother
Withington    Father




Carlisle      Mother




Bolton        Other

Byrom House   Mother
Manchester
Withington    Father




Stockport     Father

Stockport     Mother


Stockport     Grandpare
              nts
Stockport     Mother

Sandbach      Father



Sandbach      Mother



Carlisle      Father
Rochdale   Father




Carlisle   Grandpare
           nts




Carlisle   Mother
ADDRESS   APP_RESP_C   POST_CODE   TEL_NO   ETHINICITY_CODE GENDER_C
             ODE                                              ODE

             Other                             Not Known       Male




          Respondent                           Not Known      Female




             Other                                             Male




           Applicant                         Asian or Asian    Male
                                              British Other



          Respondent                           Not Known      Female
             n/k                               Not Known      Female

             Other                                            Female




          Respondent                           Not Known       Male




          Respondent                           Not Known      Female
 Respondent        Not Known     Female




Respondent    Not Known        Male




Respondent    White British    Female



Respondent    White British    Female




Applicant                      Female

Applicant     Black British    Male



Applicant     White Other      Male




Respondent    White Other      Female



Applicant
Applicant


Respondent

Applicant
Applicant    Not Known       Male



Other




Other


Applicant    White British   Male




             White British   Female




Respondent   White British   Female




             White British   Female


             White British   Male
Respondent   White British   Male




Other        Not Known       Male




Applicant    White British   Male




Applicant    White British   Male




Applicant    Not Known       Male




Respondent   Not Known       Female



Applicant    Not Known       Male




Applicant

Respondent   Not Known       Female
Applicant    Not Known       Male




Respondent   White British   Female




Applicant    Not Known       Female

Respondent   White British   Female

Applicant    Not Known       Male




Applicant                    Male

Respondent                   Female


Other

Respondent

Applicant    White British   Male



Respondent   White British   Female



Applicant    Not Known       Male
Applicant    Not Known   Male




Respondent   Not Known   Female




Respondent   Not Known   Female
COMPLAINT_CODE       BRIEF_SUMMARY_OF_COMPLAINT                     COMPLAINT_AC
                                                                      CEPTED

                 Mr xx, as a Foster carer, is complaining about        FALSE
                 about the contents of a report written by xx for
                 a Court hearing to which he was not a party in
                                November 2003.




                  During a Pre-Direction meeting the concerns          TRUE
                   of Ms xx regarding the contact were not
                 considered by Mrs xx who pushed for Contact
                              to be re-established.

                 She maintains the concerns she tried to raise
                      were ignored during the discussion.
                 Contact between the Children's Guardian and           TRUE
                 Mr xx was by telephone and he is concerned
                     that this did not provide him with an
                 opportunity to fully explore his concerns with
                  the Guardian. The statement made in the
                       report is not a true reflection of h
                                   Alleged bias                        FALSE




                       Enquiry conducted with undue haste              TRUE
                   Re. manner of CFCR at Directions hearing -          TRUE
                            described as "brow beating"
    8/1/2000       Refuge worker with mother and children in           FALSE
                       June 2001 who has had sight of the
                   CAFCASS report without leave of the Court
                      and feels that her concerns about the
                 childrens wishes have not been taken account
                                  of by the Officer.
      13           Complainant aggrieved that Officer will not         TRUE
                 travel to London to interview him in respect of
                  a contact issue in Manchester. He says he is
                  unemployed and cannot afford to travel to be
                 interviewed or to attend Court. The officer has
                              written to the Court to a
   1/13/2003     Complainant feels that Officer has shown bias         TRUE
                  in that she allegedly followed up her conerns
                  with father, but did not follow up his concerns
                 with her. Also some inaccuracies in the report
                    and failure to obtain information from the
                                       school.
                   xx met child at school in private to discuss his   TRUE
                    Fathers application for Contact. He returned
                    and was upset. Mrsxx is concerned that Mrs
                     xx was insensitive to childs needs and put
                     pressure on him to see his Father when h

                   TRIAL NIL RETURN

                   Please ignore.

                   Steve
1,6,8              LACK OF PROFESSIONALISM AND                        TRUE
                   UNFAIRNESS ("OBNOXIOUS, ARROGANT,
                   UNCARING, ONE SIDED NEGATIVE
                   ATTITUDE")

                   COMPLAINANT WANTS CFR SACKED
                   Letter received complaining of bias and            TRUE
                   negative approach.Wanted change of officer
                   for futher report ordered.Reply sent with copy
                   of Complaints Policy
                 6 Telephoned to complain that evidence given at      TRUE
                   court on 23.05.03 was not accurate.Officer
                   had committed perjury.Wanted to make a
                   stand and have a witness during any future
                   interviews
                   Letter sent with Complaints Policy.
                                                                      TRUE

13,11,03,04,01     Mr xx questions the judgement and the              FALSE
                   qualifications of the guardian. The issues
                   raised are about professional judgement and
                   need to be examined by the Court.
08,12              Refuses to allow interview with his mother who     TRUE
                   is ordered to supervise contact.Letter sent
                   05.06.03 explaining.He telephoned
                   09.06.03.having received copy of Complaints
                   Policy wanting details of Regional Manager.

13,02              Letter from solicitor on behalf of client.Change   TRUE
                   of officer requested.Detailed reply sent
                   referring them to take up concerns at the next
                   court hearing.
31/12/1899         Bias.Client wants new officer.                     FALSE
06,12              Misunderstanding what officer said and not         FALSE
                   liking advice/suggested course of action.

                 2 Accuracy and lack of clarity on two points         TRUE

                 6 Conduct via taped interview
                 Alleges CAFCASS procedures are flawed              FALSE



                 re adoption 10 years ago                           FALSE




              12 Not happy with what said on home                   FALSE
                 visit/professional judgement.

6,7,8,11,13      Disatisfied that previous complaint is not being   FALSE
                 investigated. Has already written to RD about
                 this.

                 Still wants Cafcass to investigate content of
                 report rather than Court.




1,2,6,11,13      States Misconduct.

                 Info Shared other party inappropriately.
                 Inadequate preparation for observed contact
                 Wrong info in report
                 Bought Toy

               8 Refusing to co-operate request new report          FALSE
                 unless able to record interviews.
                 Disatisfied Cafcass following handling earlier
                 complaint, information for wich is retained See
                 128-04

                 Agreed I would write to Court suggesting
                 appoin
6,9,2            Complaining against whole process and way          TRUE
                 Line Manager dealt with original complaint

1,8              Still following up original complaint of           FALSE
                 19.03.02 that he is never appointed to act for
                 a child in Public Law proceedings



                 NB Offered meeting on 30.06.03, at which he
                 commented that in representing parents he
                 had advrtised to establish whether a
5/1/2000 Relates to xxt's behaviour with the older            FALSE
         children in previous proceedings which he has
         now learned of and therefore wants her
         removed from the proceedings in the younger
         child's case.


         Halton SSD complaining that Guardian
         overstepped bounds in dealing with a child in
         terms of therapeutic intervention

         However the proceedings are current and the
         guardian decided that the court should take a
         view on this because it was suspected that it w

         Feels xx has not been fair to him and                TRUE
         questions his commitment to his daughter. He
         would like xx not be involved and threatening
         not to see his daughter any more.

      13 Feels he was not given the opportunity to put        TRUE
         his view of communications with his
         daughter.Confusing as previously stated his
         intention to withdraw from proceedings.Wants
         an apology and investigation.Letter sent
         advising that this could not take place pri

         Dispute over what was said during a telephone        TRUE
         call.He denies making threats as dealt with in
         Managers letter to him dated 15.07.03.Replied
         by fax wanting an investigation into why this
         had been alleged and also way the case had
         been handled and attitude t

         Content of report, bias + process of enquiry         FALSE



         This complaint is not clear. Mr xx states in his     FALSE
         letter that xx asked him to sign a Doctors
         consent form when in the office and he did not
         know his Doctors name. He was asked to sign
         the consent form and phone in the Doctors
         name when known

                                                              TRUE

         Allegations via telephone call that officer las      TRUE
         lied in his report. Advised to raise this at Court
         as allegation very serious.
           A number of issues being raised in a long           TRUE
           letter - childs rights being ignored, bias in the
           report, officer had no knowledge of disability
           issues, did not explain process, no literature
           received about how to complain, not listened
           to, officer did not know

           Ms xx wrote a letter complaining that Mrs xx        TRUE
           had taken Mr xx to her home despite a
           specific understanding that she had made it
           clear she did not want him at her home in any
           circumstances.

           Requires clarification.

           Issues re conduct and loss of objectivity           FALSE



           Officer is victimising him                          FALSE
           Lies in the report
           Officer is very ignorant
           She cannot do her job

        12 Officer made inappropriate comment and does         TRUE
           not understand his circumstances
01,12      Didn't like phone call.Officer biased and lying.    FALSE


         1 Not Balanced                                        FALSE

02,14                                                          TRUE

           Challenge on factual accuracy of the                FALSE
           reportDesired outcome wants Report
           Changing

           Mr xx patronising, raised voice, aggressive,        TRUE
           gave misleading information
           Outcome desired is removal of Mr xx from
           case
           This case was concluded at Court in early           FALSE
           1999. Mr xx made a complaint in respect of
           the same issues in 1999 and his letter to me
           included a copy letter he was sent on the 17
           June 1999 by the Senior Family Court Welfare
           Officer. He was referred to Cou
Claims officer is biased, is acting as 'judge,     TRUE
jury and executioner', does not trust her, she
believes everything his ex wife says.




Letter from Mrs xx suggests xx was biased in       TRUE
her report and favoured the Father at Court.
She indicates the Applicanr lied to xx and her
comments were not investigated. Her letter
states "Hope this does not happen again".

Letter a

Mother of the child concerned that xx had          TRUE
arranged for Father to collect the children from
her home when she had expressed she did
not want him near her. Hints that children may
not be safe cannot be substantiated. No
incident took place.

THe
       IF_NO_WHY_AND_BASIS                  DATE_ACKNOW DATE_PROBLEM_ DATE_COMPLAIN
                                               ELDGED   STAGE_COMPLE T_SUBJECT_INF
                                                             TED          ORMED
Not accepted as the complaint relates to
  Private Law proceedings which took
  place during 2001. Mr xxas a Foster
  Parent became aware of this report
 through subsequent proceedings. He
            was not a party.

  Mr xx has written appealing against th
  Details have been discussed with xx.        08.05.03      08.05.03   08.05.03
Although the process was followed there
 have been issues raised by Ms xx that
were not mentioned at Court. A training
issue for the team is the process of Pre-
           Direction meetings.

                                              22.05.03      21.07.03   21.07.03




Matters of evidence to be tested in cross
              examination.

 Mr xx appealed but the decision was
                upheld
             Undue haste                      20.04.03      29.05.03   29.05.03
Manner of CFCR at Directions Hearing -        01.07.03      01.07.03   01.07.03
      described as brow beating
     Complainant is not a party to
proceedings and is raising issues within
              the report.



                                                            07.08.03   07.08.03




                                                            05.06.03   05.06.03
 Accepted as concerns are raised by           20.05.03        21.05.03   21.05.03
 Mother following CAFCASS interview.




                                          08.05.03       23.05.03        23.05.03




                                          13.03.03       17.04.03        17.04.03

Not accepted as the issues raised are a
matter of evidence and judgment of the
Court.t




Not in children's interests.
Simple misunderstandind of what had
been said and professional judgement is
matter for Court.
Errors acknowledged and apology given. 23.05.03          16.06.03        16.06.03

                                          28.01.03       17.02.03        17.02.03
All issues should have been raised in
court.

Mr xx appealed but decision upheld
no

out of time limit

Mr xx appealled but decision upheld
Not accepted as not a party,ongoing
proceedings and matters of professional
judgement
No.
Previous discussions have identified no
conduct issues.
To assist moving matter on Agreed that
new FCR's will complete next report,
with focus upon new info available.
Xx 's report would not be shown to new
FCR's.
If evidence required on cont

Partly                                    14.05.03   07.07.03   07.07.03




Mother never co-operated with
enquiries.

Court asked to appoint a CG




                                          10.06.03
NO because it needed to be dealt with by
the court.
Letter sent 13.6.03 (had received
informal copy of letter via the guardian
who had received it via Mr xx solicitor.
Hence response before formal receipt of
the letter of complaint on the 25.6.
10.6.03 t/l xx re issues -need to consider
whether meeting to take palce whilst
proceedings current.
18.6.03 letter to xx for clarification and
response on whether he was making a
formal complaint.
19.6.03 discussion with xx re keepi

                                             1.8.03               8.8.03                 8.8.03




Out of time and matters that should have
been raised in court.

Appealled but decision upheld
Difficult to ascertain from the letter    05.09.03
whether there is a substantive complaint.
I will not accept as a complaint but will
expalin to Mr xx by letter the process
concerned.


                                             05.09.02             05.09.02               05.09.02

Clarification re specific nature of                   6/23/2003              6/23/2003              6/23/2003
complaint awaited following conclusion
of court proceedings.
Initial meeting arranged for September         03.09.03   18.10.03   18.10.03
23rd (original meeting for September
10th cancelled by Mr. xx)




Complaint relates to content and
opinions in the report


Sent xx a copy of the complaints
procedures and asked him to put his
complaint in writing. Had to hang up on
him when he became verbally abusive.

Mr xx wants this checking out having
waited for case to end
Ongoing proceedings and possibly trying
to undermine officer.Not in children's
interests
Not a party/involved and no reason why
his daughter could not complain
Only accepted in part and Mrs xx given
an account of our position
No. Mr xx did not question the factual
accuracy of the report prior to or at court.
The report is technically not inaccurate.

Issue about the professional conduct of 10.10.03                     13.10.03
the practitione and therefore needs to be
dealt with although still within court
arenar. It is an addendum report.
This complaint relates to proceedings
which concluded in 1999 and an original
complaint to the Probation Service was
concluded in June 1999.
Case is ongoing and applicant needs to          11/26/2003          11/27/2003          11/27/2003
raise issues in Court at next Directions
Hearing. Verbal threats made to officer
about ex wife. Applicant asked for a
change of officer - this refused and
officer advised to arrange for a co-
worker.
                                           21/11/2003




                                           09.12.03          09.12.03            09.12.03
OUTCODE_PR INV_DATE_COMPL DATE_COMPLAINT_PA INVESTIGATORS_N DATE_APPOINT
  OBLEM     AINT_LETTER_RE SSED_TO_MANAGER        AME            ED
                CEIEVED
                    5/15/2003       5/15/2003




Resolved




Resolved




Resolved
Resolved




Resolved




Resolved
Resolved




Not Resolved      16.06.03   16.06.03   xx   23.06.03




Resolved



Resolved




Partly Resolved   22.05.03   22.05.03   xx   29.05.03




Resolved




Resolved




Resolved

Not Resolved      28.03.03   28.03.03   xx   20.05.03
Partly Resolved   25.07.03   29.07.03   xx   22.08.03




Not Resolved      23.09.02   23.09.02   xx   29.10.02
Resolved




Resolved




Resolved




Not Resolved   25.11.02   25.11.02   xx   28.11.02

Withdrawn
Resolved




Not Resolved   07.10.03   07.10.03   N/A




Resolved




Not Resolved
Resolved




Resolved
DATE_INVESTIGATOR_R DATE_REPORT_T   INV_OUTCOME   DATE_APPEAL_LETT
  EPORT_RECEIVED    O_RM_COMPLAIN                        ER
                         ANT
08.09.03   15.09.03   Not Upheld       01.12.03




23.07.03   30.07.03   Upheld in part




25.07.03   30.07.03   Not Upheld       06.08.03
16.11.03   25.11.03   Upheld in part




31.03.03   04.04.03   Upheld in part   06.06.03
24.07.03   30.07.03   Upheld in part   28.08.03
Investigation Refused
DATE_PASSED_TO_BOA DATE_ACKNOWL APPEAL_O
        RD             EDGED     UTCOME
27.08.03   15.08.03   Not Upheld
18.06.03   13.06.03   Not Upheld
           DELETED    DELETED




10.10.03   10.09.03   Upheld in
                      Part
North East Complaints Regional Database as at 9th December 2003
COMPLAINT_    CASE_NAME     CASE_NUMBER TYPE_OF_ DATE_REPORT_O DATE_COMPL
 NUMBER                                   CASE      RDERED     AINT_RECEIVE
                                                                     D
   60a-00        Test           Test       Test        Test
   60a-01                                 Private    12.12.02     14.04.03




   60a-02                                   Private    23.01.02    24.02.03




   60a-03                                   Private       n/k      12.05.03




   60a-04                                   Private    23.09.02    29.04.03




   60a-05                                   Private    2/8/2003    23.11.02




   056-01                                   Private    1/9/1999   28/04/2003
   058-02     Private        1/9/1999          28/04/2003




   058-03     Private        10.03.03           27.08.03




   058-04     Private        25.11.02            12.6.03




   058-05   Private     5.8.03               5.9.03




064-01      Private               1/5/2002            8/14/2003




064-02      Private              1/11/2002             9/9/2003
058-06    Private   24.02.03.    25.09.03




058-07    Private   24.02.03     25.09.03




064-03    Private   28/05/2003   30/09/2003




60a-06    Private   4.03.03      03.08.03




60a-07    Private   16.08.02     21.07.03




60a-08    Private   24.07.02     21.08.03




60a-09    Private   02.06.03     03.10.03




60a-010   Private   29.01.02     06.12.02
64a-03   Private                                4/17/2003




058-08   Private   05.08.03                05.09.03




050-01   Private   29/04/2003                     9/6/2003




a62-01   Private                9/5/2003 09.06.03




a62-02   Private                3/3/2003        8/26/2003




a62-03   Private   18/07/2003              31/10/2003




a62-04   Private   22/07/2003              27/11/2003
NAME_OF_TEAM_ NAME_OF_STAFF   OFFICE_BASE   SurName   ForName   STATUS
   MANAGER       _MEMBER


                                Hebburn                         Father




                                Hebburn                         Mother




                                Hebburn                         Father




                                Hebburn                         Mother




                                Hebburn                         Father
  Cramlington    Mother




      P.V.H.     Mother




      PVH        Mother




PVH             Father




Teesside        Father




Teesside        Father
PVH/Newcastle    Mother




PVH/ Newcastle   Other




Teesside         Mother




Hebburn          Father




Hebburn          Mother




Hebburn          Mother




Hebburn          Mother




Hebburn          Mother
Tees Valley         Mother




P.V.H. Newcastle.   Father




Durham              Mother




DURHAM              Mother




DURHAM              Mother




DURHAM              Mother




DURHAM              Mother
ADDRESS   APP_RESP_C   POST_CODE   TEL_NO   ETHINICITY_CODE
             ODE


           Applicant                           White British




          Respondent                           White British




           Applicant                        Other Ethnic Group




          Respondent                           White British




           Applicant                           White British
 Respondent       White British




 Respondent       White British




 Respondent       White British




Applicant     White British




Applicant     Not Known




Applicant     Not Known
Applicant    White British




Other        White British




Respondent   Not Known




Respondent   White British




Respondent   White British




Respondent   White British




Respondent   White British




Respondent   White British
Respondent   White British




Applicant    White British




Respondent   White British




Respondent   White British




Respondent   White British




Respondent   White British




Respondent   White British
GENDER_COD   COMPLAINT_CODE       BRIEF_SUMMARY_OF_COMPLAINT                      COMPLAINT_AC
    E                                                                               CEPTED


   Male            12            Unhappy about a) insufficinet time spent            TRUE
                                interviewing him, b) his partner not being
                              consulted, c) his home not being visited and d)
                                     alleged bias towards his ex-wife.

                               Letters sent to complainant and interviews
                              offered, these were not responded to, so as o

  Female           2          Complaint alleges report is full of inaccuracies,      TRUE
                                 and Mrs xx is bias towards applicant.

                               Problem solving occurred and options were
                                given to complainant to consider. Further
                                telephone call received on 22/04/03 from
                                 complainant saying she wanted compla

   Male            3          Complainant is unhappy with content of report,         TRUE
                              feeling it is one sided and racist. Complainant
                                   has also to date invloved the Turkish
                                community assoc., and the Race Relations
                                                    Council.

                                   Re Problem Solving - xx has already
                                       reallocated the case in view o
  Female           1          Complainant feels Ms xx never listened to her          TRUE
                              or reflected her views in her report. She feels
                               that she is bias towards the applicant father.
                                 Outcome of Problem Solving meeting on
                                23/05/03 was positive with the complainant
                                           and the practitioner ap

   Male           2, 8        Mr xx feels that Ms xx did not address options         TRUE
                                fully, that she did not share information with
                               him openly, that the report was late and one
                              sided. 3.12.02 - xxdiscussed situation with RM
                                  and the possible reallocation to two new
                                              workers, but we ne
       Female              1         A long running matter where complaints           FALSE
                                  manager had prepared 5 reports previously.
                                     Original application was in the FPC but
                                  transferred to the Newcastle CC because of
                                   mothers non co-operation. She was at one
                                  stage subject to a Penal Notice. Mother now
                                                       allege



       Female                     Mrs xx complains about Ms xx attitude during
                                 her report enquiries and says that she ( Ms xx)
                                  was unpleasant, unprofessional and uncaring.
                                      Also she did not listen to the children.
                                    Mrs xx gives no indication of the desired
                                                outcome of her c


       Female              2       A fairly long running matter in which reports
                                  were originally prepared by a social worker in
                                    Scotland. Ms xx made various allegations
                                  against father which the Court addressed at
                                     that time. Ms xx has continued to make
                                             allegations against father a

Male                           8 Directions given on 5.8.03 for a report re,          TRUE
                                 contact (to be filed 25.11.03) and an expedited
                                 report re. childs wishes and feelings re. holiday
                                 and contact (to be filed 16.9.03) We were also
                                 informed that father had a holiday booked for
                                 himself and the chil

Male            06,01,13         Mr xx states that Mrs xx failed to encourage         TRUE
                                 and facilitate contact and showed extreem
                                 bias towards Ms xx, totally compromising her
                                 impartiality.
                                 26/09 e-mailed xxasking for more info, wrote
                                 to complainant on 1/10.

                                 10 Nov 03
Male                           2 Mr xx wrote the court questioniong
                                 information that was disclosed in the Welfare
                                 report.
                                 The court forwarded notification to this office. I
                                 have write directly to Mr xx asking him to
                                 clarify his concerns in writing and enclosing a
                                 copy of the
Female   06 and 11       Alleges practitioner
                         (1) lied and is therefore not capable of
                         performing his duties.
                          (2) refused to help when requested and
                          (3) did not act in the best interests of the child

Female   06 and 11       Makes serious allegations against practitioner.       TRUE
                         Ms xx is the partner of xx who has made a
                         simultaneous and identical complaint. Both
                         women want, I think, for the matter to be re-
                         allocated and the enquiry done again. The
                         matter has recently bee

Female   13,8,6,2,1.     shallow investigation
                         report contained factual inaccuracies and is
                         selective
                         report is based upon one hours jointmeeting
                         with parties
                         regards to process as having a bias towards
                         the applicant
                         report not made available until last minute
Male                   8 He complained of being harassed by the                TRUE
                         applicant mother and her partner, and believed
                         they may have obtained his address from
                         information on the referral form taken by the
                         duty officer at Court, he recalls this could have
                         been xx but he was not 100% c

Female   12, 02          Case has been with xx for over a year, contact        TRUE
                         has been agreed in principle but the
                         progression of contact is causing Miss xx
                         anxiety, she says she is frightened of Mr xx
                         and does not trust him with child She feels that
                         xx
Female   06, 02          Mrs xx is unhappy that contact has progressed         TRUE
                         to staying contact, against her wishes and
                         contrary to x's alleged stated view. She feels x
                         has lied to her and wants an explaination why
                         she changed her mind and why she did not do
                         further police
Female   06, 12          Letter received by xx on 3.10.03 outlinging Mrs       TRUE
                         x's concerns about Mr x not listening to her
                         and speaking down to her. Mrs x does not
                         think he's being fair. xx accepted the
                         complaint on 8.10.03 and has offered Mrs xx a
                         meeting w
Female   11, 01          Miss x first wrote to Mrs xx in Dec 2002              TRUE
                         outlining her concerns about contact
                         progressing to unsupervised contact against
                         her wishes. Miss x felt her concerns were not
                         listened to by the FCA. x and the FCA met
                         with M
Male                       Ms xx felt that x:
                           a) Abused her father
                           b) Failed to return her daughter when she
                           became distressed
                           c) Made allegations against herself and her
                           father

                           A subsequent leg to the complaint became
                           bias towards the applicant
Male                     1 There appear to be two strands to Mr xx's
                           complaint. Firstly that an order for an
                           expedited report was not complied with and
                           secondly that Mr x did not take an unbiased
                           view when at court with the matter.

                           10 No v 03 - E HAll meeting with Mr xx

Female   1,2,5,6,12,13     Failure to keep appointment, content of report,
                           report biased,complainant's deafness not
                           taken fully into account and failure to
                           investigate alleged previous violence by father.
                           Desired outcome not known at this stage.

Female   1,2,5,12          Report biased. FCA had failed to show for an
                           arranged appointment. Issues of domestic
                           violence overlooked. Complainants said "FCA
                           should have been a women".

Female   2,8,11            Complainant felt an observed contact should
                           not have occurred. Also claimed that the
                           actual conduct of the observed contact was
                           inappropriate.

                           10 Nov 03 - xx - wrote to Ms xx on 7th Nov -to
                           seek clarification on the nature of her complai

Female   6,8,14            Complainant not happy about manner in which
                           an observed contact was undertaken in
                           October 03. Claimed that the child was forced
                           to see his father; claims that Mrs xx lied to her;
                           and accused Mrs xx as referring to the child as
                           a spoilt brat.
Female   6, 12             Complainant objecting to alledged remarks by         TRUE
                           the practitioner concerning a change of
                           solicitor; a remark which the complainant
                           alledged to stereo typing inappropriately; and
                           remarks alledgely made in the presence of
                           children about a local prison.
IF_NO_WHY_AND_BASIS   DATE_ACKNOWEL DATE_PROBLEM_STA DATE_COMPLAINT
                           DGED       GE_COMPLETED   _SUBJECT_INFOR
                                                          MED

                         17.04.03        10.06.03    23.05.03




                         06.03.03        10.06.03    07.05.03




                         12/5/2003




                         09.05.03        23.05.03    23.05.03




                          3.12.02        13.12.03    16.12.03
 I do not accept this complaint
on the basis that the allegations
    in Ms xx letter should be
    addressed in Court. I do
   however take the view that
    another officer should be
    assigned to the case and
  complaints maanger should
   only give evidence, if requir

Although the report prepared by
   xx supports Mrsxx and the
children Mrs xxclearly feels tha
  sevice she recieved was not
good and I think she should be
given the opportunity to discuss
           this further.

Accepted to give Ms xx another            25.7.03          2.9.03           3.9.03
 chance to express her views.




                                    23.09.03




                                               8/26/2003        9/22/2003
Complaint accepted so that
allegations are investigated
which would be in everyones
interests.




                               04.09.03   17.09.03              17.09.03




                               28.08.03   22.09.03              22.09.03




                               21.08.03




                               08.10.03




                               09.12.03              3/1/2003              3/1/2003
                                4/17/2004                  6/6/2003                6/6/2003




Confirm acceptance   11.06.03               14/08/2003                14/08/2003




                                10/9/2003                10/28/2003 04.11.03
OUTCODE_PROBLEM INV_DATE_COMPLAIN DATE_COMPLAINT_        INVESTIGATORS_NAME
                T_LETTER_RECEIEVE PASSED_TO_MANA
                        D               GER

Withdrawn




Withdrawn




Not Resolved




Partly Resolved




Not Resolved      17.12.02        20.12.02          xx
Not Resolved   24.09.03   24.09.03




Not Resolved   25.09.03   26.09.03
Resolved




Resolved




Resolved   12.09.03   12.09.03
Not Resolved              4/17/2004              6/6/2006 xx




Withdrawn




Not Resolved   06.11.03               07.11.03
 DATE_APPOINTED   DATE_INVESTIGATOR_R DATE_REPORT_T       INV_OUTCOME
                    EPORT_RECEIVED    O_RM_COMPLAIN
                                           ANT




19.03.03          03.06.03           16.06.03         Not Upheld
Not Upheld
23.06.03   23.08.03   25.08.03   Not Upheld
DATE_APPEAL_LET DATE_PASSED_T   DATE_ACKNO APPEAL_
      TER          O_BOARD       WLEDGED   OUTCOM
                                              E




19.06.03       25.06.03         25.06.03   Not
                                           Upheld
South West Complaints Regional Database as at 15th December 2003
COMPLAINT CASE_NAME CASE_NUM TYPE_OF_C DATE_REPO DATE_COM NAME_OF_TE
 _NUMBER               BER      ASE    RT_ORDERE PLAINT_RE AM_MANAGE
                                           D      CEIVED       R

  816-01                       Statutory Care                  10/29/2002




  814-01                          Private         05.12.02      09.05.03




  814-02                          Private        17/02/2003     02.05.03


  826-02                          Private        3/20/2002     10/28/2002


  826-03                          Private        8/30/2002     1/28/2003

  826-05                       Statutory Care    11/13/2002    5/19/2003

  826-06                          Private        25/04/2003     02.05.03

  820-01                          Private        21/02/2003     01.04.03
  820-02                          Private        18/01/2001     07.04.03

  820-03                          Private        19/06/2002     09.06.03

  814-03                          Private         3/3/2003      10.06.03


   814-04                      Private                        11.06.03
818-02                         DELETED          DELETED       DELETED

818-03                         Private              7/1/2003 23/05/2003


822-01                         Private          12.11.2002    20.01.2003
822-02   Private          04.03.2001    13.12.2002




824-01   Statutory Care                 15.5.03




824-02   Private          3.06.03       21.5.03



824-03   Adoption         03/04/2003.   25/07/2003


818-04   Private          10.03.03      23.05.03

826-07   Private                         0.17225694

818-07   Private             6/11/2002 26/06/2003


818-08   Private          23/04/2003    22/08/2003


820-04   Statutory Care                 19.06.03

820-05   Private                        15.07.03
826-08   Private          16.06.03      01.10.03
826-09   Private          10.04.03      28.10.03
NAME_OF_ST OFFICE_B     SurName   ForName    STATUS     ADDRESS   APP_RESP_
AFF_MEMBER   ASE                                                    CODE


             Exeter                           Father              Respondent




            TRURO                            Mother               Respondent




            TRURO                            Mother                 Applicant


            Salisbury                         Father                Applicant


           Trowbridge                         Father                Applicant

           S/E Home                           Other                  Other

            Salisbury                        Mother               Respondent

           Wimborne                          Mother               Respondent
           Bournemo                          Father               Respondent
              uth
           Weymouth                         Grandpare             Respondent
                                               nts
            TRURO                             Other                  Other


           Truro                            Father                Applicant
           DELETED                          DELETED               DELETED

           Plymouth                         Father                Applicant


           Gloucester                       Father                Applicant
           shire
Gloucester   Father   Applicant
shire




Exeter       Father




Exeter       Father   Applicant



taunton      Mother   Applicant


Torquay      Mother   Respondent

Trowbridge   Mother   Applicant

Exeter       Mother   Respondent


Plymouth     Father   Applicant


Wimborne     Father   Respondent
Dorset
Wimborne     Father   Applicant
Salisbury    Mother   Respondent
Swindon      Mother   Respondent
POST_CODE   TEL_NO   ETHINICITY_C GENDER COMPLA
                         ODE       _CODE INT_CO
                                           DE

                      White Welsh       Male




                       Not Known       Female   11,2




                      White British    Female


                       Not Known        Male


                       Not Known        Male

                       Not Known       Female

                       Not Known       Female

                                       Female
                                        Male

                                        Male     1

                      White British     Male    814


                     White Welsh      Male       814
                     DELETED          DELETE DELETE
                                      D      D
                     White British    Male        13


                     Not Known        Male
Not Known       Male




Not Known       Male




White British   Male     01, 06,
                         13


White British   Female   02, 12


White British   Female

Not Known       Female

White British   Female   8, 12


Not Known       Male     2,11,13


                Male               6

                Male               14
                Female
                Female
    BRIEF_SUMMARY_OF_COMPLAINT                      COMPLAINT     IF_NO_WHY_AND_BASIS           DATE_ACKNO
                                                    _ACCEPTED                                    WELDGED


   Accuracy and content of Court Report                                                            01.10.02
 Racism, prejudice and corruption allegations

    Mr xx wanted Guardian shown up to be
corrupt and not allowed to act for other children

M complains that report had inaccuracies and          TRUE      Complainant was not mollified      09.05.03
   that officers attitude was unsatisfactory.                        by initial response
    Proceddings concluded order made by
agreement. Officer not required to attend court

  Report at enquiry stage. xx anxious about           TRUE      Complianant not mollified by       08.05.03
comments made. Suspects biase Requesting                        initial response
                 reallocation.
             Unbalanced Report                                                                     11.05.02
           Omissions from report
        Unequal treatment of parties
              Attitude of Officer                                                                 1/29/2003

  As Guardian Failed toadequately represent                                                       5/19/2003
             interests of children.
  Observations made by xx during directions                                                        06.05.03
                 appointment
                                                                                                   14.04.03
                                                      FALSE      No - Out of Time. Not dealt
                                                                       with since 2001
                                                      FALSE            No Out of time              16.06.03

 Did not reply to letter. Shared a letter without     TRUE
   his permission. Did not interview him and
      personal connection with the father.
Officer's manner                                      TRUE                                      12.06.03
DELETED                                                         DELETED                         DELETED

Mr xx feels we should have investigated                                                         28/05/2003
certain areas more fully ie reasons for
respondent changing contact and nursery.
Allegation of Racism. Allegation that the officer               serious issues of allegations   22.01.2003
had ommitted important information from her                     that would have been
report showing biase. Perjury                                   compitence issues if the
                                                                complaint had been upheld in it
                                                                most serious points (racism and
                                                                perjury).
complainant felt that the matter had not been       accepted based on sujbect        15.12.2002
conducted fairly by the officer. He percieved       matter potential issues of
biase in reporting and in particular a failure to   competence for the officer.
identify where information had come from.           Noted this was a complaint
                                                    carried over from the old sytem.
desired outcome was to alter court outcome by       Under the new sytem it would
means of using a succe                              have not been accepted as it
                                                    was out of time.

Mr. xx complaining in letter that Guardian          No. Saw Mr. xx in the office and
wrote to his solicitor claiming that Mr.xx had      agreed that there had been
threatened him and he says this is not true.        difficulties with communication
Desired outcome not clear.                          and that a letter to his solicitors
                                                    asking him to moderate his
                                                    behaviour had been an attempt
                                                    to ease these difficulties. He
                                                    accepted this.

Mr. xx wrote to the Court and to HQ re officer
bias, lack of consideration re appointment
arrangments and that the officer had
insufficient contact with the child.
Concern from mother that guardian gave
weight to natural fathers views and also that
the process upset the child.
Issue of report content effect of contact on
child
At directions hearing                                                                        0.213923611
Bias towards Father
Issues over content of interview, appointments      Issues over the process
etc. person sitting in on interview.

Issue over court attendance, bias, failure to       Issues over court attendance ,
investigate fully                                   errors and ommisions in the
                                                    report
Allegations that officer physiaclly assualted his                                         01.07.03
child. Allegation withdrawn
                                                                                          15.07.03
Innacurate/unfair report                                                                  2.10.03
                                                                                          03.11.03
DATE_PROBLEM DATE_COMPLAIN OUTCODE_PRO INV_DATE_COM DATE_COM
_STAGE_COMPL T_SUBJECT_INF        BLEM    PLAINT_LETTE PLAINT_PA
     ETED        ORMED                    R_RECEIEVED SSED_TO_
                                                         MANAGER
   1/20/2003       1/20/2003 Not Resolved       4/9/2003   4/9/2003




    03.06.03    03.06.03               Partly Resolved


   2/18/2003    11.05.02               Not Resolved            4/5/2003      4/5/2003


   2/18/2003               1/29/2003 Not Resolved             3/25/2003     3/25/2003

                           5/19/2003

   15/05/2003   06.05.03

    03.06.03    03.06.03




DELETED         DELETED                DELETED           DELETED          DELETED

25/06/2003      26/06/2003             Not Resolved            7/7/2003 14/07/2003


29.01.2003      29.01.2003             Not Resolved
09.01.2003   09.01.2003   Not Resolved   17.01.03   17.01.03




23.07.03     23.07.03     Withdrawn



             03.11.03
INVESTIGATORS_NA DATE_APPOINT DATE_INVESTIG DATE_REPO INV_OUTCOME
        ME            ED        ATOR_REPORT_ RT_TO_RM_
                                  RECEIVED     COMPLAINA
                                                  NT
                       5/9/2003       5/9/2003   7/23/2003 Not Upheld




                       4/9/2003        4/10/2003      5/9/2003 Not Upheld


                      4/15/2003        4/16/2003     7/24/2003 Not Upheld




DELETED          DELETED          DELETED          DELETED    DELETED
Mrs Sally Butter   31.01.03   02.06.03   10.06.03   Not Upheld
 DATE_APPEAL_LETTER     DATE_PASSED_TO_BOAR DATE_ACKNOWLEDGED APPEAL_
                                 D                            OUTCOM
                                                                 E




22.11.03 (Appeal file   26.11.03.          26.11.03
received)               12.01.04

08.09.03 (Appeal file   27.10.03           16.10.03           Not
received)                                                     Upheld




DELETED                 DELETED            DELETED            DELETED
20.06.03 (Appeal file   12.08.03   05.08.03   Upheld in
received from region)                         Part
Yorkshire & Humberside Complaints Regional Database as at 15th December 2003
COMPLAI   CASE_NAME    CASE_NUMBER   TYPE_OF_CAS DATE_REPORT DATE_COMPLAI
NT_NUMB                                   E       _ORDERED    NT_RECEIVED
   ER
 236-01                                residence     08.01.03     03.04.03




 236-02                                 Contact      04.02.03     09.04.03




 236-03                                 Private     26.11.02.     01.04.03.




 236-07                                 Private     04.03.03.     25.04.03.




 236-06                                 Private     04.03.03.     25.04.03.




 236-05                                 Private     10.12.02.     07.08.03.




 236-08                                 Private
 236-09        Private      07.04.03.       08.10.03.




 236-010       Private                      10.07.03.




 236-011      DELETED       DELETED        DELETED

 236-012       Private                      14.09.03.




 000-01    Private       12.9.02        8.12.02




218-02     Private       12.9.02        8.12.02




218-03     Private       19.06.03       17.09.03




000-000
220-01   Statutory Care                   19/06/2003




206-01   Private          13/03/2003      18/06/2003

206-02   Private          29/05/2003      25/07/2003



206-03   Private          28/11/2002      11.08.03




206-04   Private          13/02/2003      11.08.03


206-05   Private          22.10.02        10.09.03



232-01   Private          26.3.03         21.07.03




232-02   Private          October 17 2001 June 9 2003




232-04   Private                          July 14 2003
232-05    Private             10/1/2003 J3/07/03




232-06    Private                       22/04/2003




232-07    Private   30.5.03             19.06.03




236-013   Private                       02.09.03.




208-01    Private   16.05.03            28.08.03

208-02    Private   22may2003 (5th      29.08.03
                    addendum)
240-03    Private   19.06.03            19.08.03

240-04    Private   24.03.03            2.10.03

240-05
240-06    Private   23.06.03            27.10.03

240-07    Private   21.07.03            20.10.03


236-014   Private   17.09.03.           27.10.03.




218-04    Private   22.04.03            13.10.03
206-06   Private   25.06.03           28.10.03




212-01   Private   18/02/2003         12.05.03




212-02   Private              1/1/2003 08.05.03




212-03   Private              1/1/2003 22/05/2003


212-04   Private              9/4/2003 30/05/2003




212-06   Private   24/07/2003         12.08.03




208-03   Private              1/2/2003 24.10.03




218-05   Private   14.10.03           19.10.03




240-06   Private   22.09.03           03.12.03
236-015   Private   03.12.03.
NAME_OF_TEA NAME_OF_STAF   OFFICE_BASE   SurName   ForName   STATUS
 M_MANAGER    F_MEMBER

                            Rotherham                         paternal
                                                             grandpare
                                                                 nts




                            Rotherham                         Father




                            Doncaster                         Mother




                            Doncaster                         Mother




                            Doncaster                         Mother




                            Doncaster                         Father




                            Doncaster                        Grandpare
                                                                nts
   Doncaster    Mother




   Rotherham    Mother




   DELETED     DELETED

   Rotherham    Mother




GRIMSBY        Mother




GRIMSBY        Mother




Cottingham     Father
Home Based           Other
                     Relative




Bankfoot, Bradford   Mother

Bradford             Mother



Bradford             Father




Bradford             Father


Bradford             Father



York                 Father




York                 Father




Harrogate            Mother
Scarborough   Father




York          Father




York          Other




Doncaster     Father




Leeds         Mother

Leeds         Father

Barnsley      Mother

Sheffield     Father


Sheffield     Mother

Sheffield     Father


Doncaster     Mother




COTTINGHAM    Father
Bradford    Father




Batley      Father




Batley      Solicitor




Batley      Father


Batley      Father




Batley      Solicitor




Leeds       Father




GRIMSBY     Mother




Sheffield   Father
Doncaster   Solicitor
ADDRESS   APP_RESP_C POST_CODE   TEL_NO   ETHINICITY_C GENDER_C COMPLAINT_C
             ODE                              ODE        ODE       ODE

           Applicant                      White British   Female    1,2




          Respondent                      White British    Male     8




          Respondent                      White British   Female    1




           Applicant                      White British   Female    1




           Applicant                      White British   Female    1




           Applicant                      White British    Male     7




           Applicant                      White British   Female    2
 Respondent    White British     Female      1




 Respondent    White British     Female     13




  DELETED       DELETED         DELETED   DELETED

 Respondent    White British     Female      8




Respondent    Not Known        Female




Respondent    Not Known        Female               2




Applicant     Not Known        Male                 2
Other        Other Ethnic   Female   12/1/2000
             Group




Respondent   Not Known      Female

Respondent   Not Known      Female



Applicant    Not Known      Male




Respondent   Not Known      Male


Applicant                   Male



Applicant                   Male




Applicant                   Male




Respondent                  Female
Respondent                   Male




Applicant                    Male




Other                        Female




Applicant    White British   Male               1




Respondent                            1,6

Respondent                            1,2,6,8

Respondent   White British   Female             2

Applicant    White British   Male               2


Respondent   White British   Female             2

Respondent   Asian or Asian Male                2
             British
             Pakistani
Respondent   White British  Female              1




Applicant    Not Known       Male               2
Applicant                    Male




Applicant    White British   Male




Other        Not Known       Female




Applicant    Not Known       Male


             Black African   Male




Other        Not Known       Female




Applicant    White British   Male     10,01




Respondent   Not Known       Female           2




Applicant    Other Ethnic    Male             2
             Group
Other   Not Known   Female   8
    BRIEF_SUMMARY_OF_COMPLAINT                      COMPLAINT_ACCEPTED


    Paternal grandparents challenged the                  TRUE
 accuracy of some of the information about
  themselves contained in the report. They
were the second applicants in the proceedings
     and their son was the first applicant.
   Having read the report all the applicants
                   intende

Complainant was upset that the officer in the             TRUE
case had asked the court to re-timetable the
 file-by-date of the report by a period of four
                     weeks.

 Complainant unhappy about the way the case               TRUE
is being managed. She feels the child has not
   been properly prepared by the officer for a
  reunion meeting with the father. She further
 believes that the officer is biased in favour of
                    the father.
  Complaint made in the form of a letter quite            TRUE
early on in the case that the officer was biased
    in favour of the father. The complainant
 concluded her letter by stating that she would
    have nothing further to do with the officer.

Complainant felt that the officer was biased in           TRUE
favour of the father. The complaint was made
 at an early point in the case before the report
  was anywhere near being ready for drafting.

   Complainants letter quoted papargraph                  TRUE
  numbers from the Service Principles and
Standards document but was very vague and
               non-specific.


 This is a wide-ranging complaint from a very
   angry grandmother. She has written to
 complain in general terms about everyone in
  CAFCASS she has ever come into contact
                     with.
Since one of these people is myself the matter
      was referred by the previous Regio
   Complainant beleives that the officer has       TRUE
 made various assumptions about her, eg she
 is of Anglo-Saxon origin. (Race is a sensitive
issue in this case -mum white and dad black).
 Complainant also believes officer is biased in
           favour of the father and fail

 Complainant alleged that the reporting officer
  had failed to properly investigate domestic
 violence allegedly perpetrated against her by
 the applicant father. She further alleged that
this negligence placed the children at potential
              risk from their fathe
                   DELETED                         TRUE

 Complainant regarded previous FCR as fair,        TRUE
even-handed and balanced in her assessment
  of the issues. She is incensed that a 'false
 and malicious' complaint from her ex-partner
has had the effect of removing Mrs x from the
              case. She believes

Complained in Dec 02 about content of report
and bias. Also complained about prev. Officer
from another region. Complaint not accepted
as about report. Advised to addres in court.
had been sent Intereim Policy by HQ. Case
resolved by agreement at court in

Complained in Dec 02 about content of report       FALSE
and bias. Also complained about prev.Officer
from another region. Complaint not accepted
as about report.Advised to address in
court.Had been sent Interim Policy by
HQ.Case resolved by agreement at court in
Feb
Complainant feels that too much notice has         FALSE
been taken of mother's views and has failed to
acknowledge that she may be emotionally
damaging the child. This despite the
recommendation for a Psych.report to deal
with just this.
Aunt who has during the proceedings been
made a party,she is not legally represented.
She does not believe Guardian has give
sufficient attention to the paternal families
desire to care for x.




Officer had pre-existing view on the issues.

Nature of enquiries undertaken so far.           FALSE

Complainant with drew complaint with effect
from 14 August 2003
Following full contested hearing, complaint      FALSE
about the enquiries were conducted for report
and the conclusions contained in report.




Objects to recommendation of officer and to      FALSE
extent of enquiries.

Factual inaccuracies;extent of enquiries;bias;   FALSE
fail to follow procedures; basis of opinions


Officer involved in preparing report.            TRUE
Ascertained wishes and feelings following
children deciding to change residence during
enquiry
Father disputes officers account and
circumstances of children's move
Complainat accused office of lying about
referring to a contact centre
Complainat said officer knew of his son not
wnating to accept his Christmas presents
before he saw child
Mother strongly opposed to application for
contact
Long faxes to officer about the content of his
report, his conlusions and assessments
Case listed in London though child lives in N
Yorks.
Similar many page faxes to me making similar
points as basis
Full report.
officer did not make firm recomendation.
At final hearang officer gave his evidence as
did parties
Judge found against father
Complainat said report was inadequate and
officer responsible for court's decison
Leeds contact case. xx moved to York team in
December 03 with this case. Agreed as her
line manger I would deal with complaints.
Complainant said officer was not helping him
with seeing child. Mother was not complying
with order re contact centre.

Officer involved in indirect contact              TRUE
Mother in a domestic violence support group.
Worker wrote on her behalf saying that father
sending a photo of himself with children,
takenby officer during a supervised contact
session, was itself abusive.
Indirect c


Complainant felt that the officer was biased in   TRUE
favour of the mother and 'not interested' in
anything he had to say. He believes that her
failure to remain impartial came across in his
meeting with her and in the content of her
report.
Attitude of CFR to Ms xx. Request change of
officer. Bias towards father of child.
Does not want contact to happen despite
several court orders saying that it should.
Felt that the children did not want what the
officer had said that they wanted.
Didnt like the content,or the description of
himself or how hw was treated.

Report content.Drew conclusions which an
inspection of the report did not warrant.
Wanted shared care and objects that this is
not what the report will go for.

Letter alleges that during two joint interviews   TRUE
with the parties for the preparation of the
report, one in January 2003 and one in
October 2003, the officer chaired the meetings
in such a way as to unfairly favour the other
party.
Complains that report incorrect and biased in
judgement and assessment.
1. Officer failed to facilitate contact              FALSE
2. Bias - Officer sat next to Respondents legal
rep in court


Complains that previous officer had an affair        FALSE
with his wife and that the current officer is
hostile to him and biased against him. The
tone of the letter is abusive and repeats
allegations that Mr xx was warned against
repeating again when he made earl



Complaint about paragraph in court report.           FALSE
Solicitor says that it makes unreasonable
judgements about her client and that the
working relationship with the officer has
broken down.

General complaint about the outcome of court
hearing. Feeling by father that he had been
unjustly treated
Applicant father feels that report filed for court
is biased against him and wants another
officer appointed.



Complaint by solicitor on behalf of respondent       TRUE
mother that the CFR had spoken
unprofessionally to the child when attempting
to get her to go for contact with her father.

Very unclear letter mostly directed at his
previous partner. He had already on advice
made a referral to Social Services. Said he felt
CFR sided with ex-partner. Wanted CFR to
realise what he had to put up with. No other
clear desired outcome.
Complains that report brief,ommitted relevant        FALSE
facts and basically flawed as the outcome was
not as the officer had proposed.




Bias,not enough contact,
Letter from solicitor acting for applicant
mother. Complaint is directed at CAFCASS
generally for being insufficiently resourced and
'inadequet' in having to re-timetable cases. In
the particular case for which the firm act, they
believe that their clie
  IF_NO_WHY_AND_BASIS              DATE_ACKNOWEL DATE_PROBLEM_ DATE_COMPLAI
                                        DGED     STAGE_COMPLET NT_SUBJECT_I
                                                        ED        NFORMED
Accepted so that the author of         07.04.03      25.04.03  29.04.03
 the report could spoken to
   about the nature of the
         complaint.




 Accepted to enable myself as         14.04.03       29.04.03   29.04.03
 manager to check the reason
for re-tametableing request and
  get back to the complainant.

                                      07.04.03.




 The letter was written in quite
    strong language and the
 complaint needed dealing with
so that the case could progress.


  The letter of complaint was         28.04.03.     28.04.03.   28.04.03.
 strongly worded and needed
dealing with before work could
            continue

   Accepted but wrote to the          18.08.03.     18.08.03.   18.08.03.
complainant asking for further
information. He responded by
   making an application for
  information under the Data
        Protection Act.
    Needs looking at but still      13.10.03.
           subjudice




                                    02.09.03.   03.09.03.   03.09.03.

                                    14.07.03




Out of time and basis of
complaint.




Complaint about content
,professional assessment and
recommendation and not
eligible for complaint policy.
Advised to consult with solicitor
as to best way of relaying
concerns to court
I responded and made initial
enquiries. I offered to facilitate
ameeting between complainant
and Guardian.
The Guardian is accountable to
the court for the manner
inwhich the enquiries are
undertaken and Mrs xx was
advised that she should raise
her
To attempt resolution of           20/06/2003
complainants dissatisfaction.
Complaint withdrawn



Issues should have been dealt
with (and were dealt with) at full
hearing when officer gave
evidence and was cross-
examined by complainanat's
legal representative.

Not within Cafcass procedures.
Officer wrs questioned at full
hearing
Not within complaints
procedure. Issues raised
should have been/were
addressed at the hearing.
                                     24.07.03   30.07.03   30.07.03
                                  08.07.03     18/07/2003   18/07/2003




                                  22/04/2003   02.05.03     02.05.03




                                  20/06/2003   30/07/2003   30/07/2003




On the face of it the letter of
complaint warranted an
investigation.




Complaint acknowledged and     31.10.03.
officer informed. Complainant
advised that she matters she
has raised should be addressed
in court.
1. Officer unable to facilitate
contact due to respondents lack
of consent.
2. Officer invited to sit in well of
court by Judge.
No. At the time of the
complaint letter this matter had
still to come before the court.
Mr xx's application was
dismissed. In my letter
rejecting his complaint (dated
22 May) I asked Mr xx to
withdraw his allegations and
apologise to the officers c
Not accepted. Felt to be
misunderstanding in the way
that the paragraph in the report
had been read. Letter sent to
solicitor. No further involvement

Copy of complaints policy sent
out. I have not heard anything
further from Mr xx.
No. Explained that we would
not be changing the officer in
the case and that he should put
his arguments to the court. I
have heard nothing more from
the complainant.
                                       29/08/2003   15.09.03   05.09.03




No - complaint received more
than 3 months after final
hearing.
Letter written to client.


As it is the content of the report 19.111.03        26.11.03   01.12.03
the complaint did not fit the
criteria. Partially upheld in
respect of the report being filed
a day late and also that whilst
the Judge stated that as court
officers we had a right to
access information from
schools this
OUTCODE_PROB INV_DATE_COMPLAIN DATE_COMPLAINT_PAS INVESTIGATORS_N
       LEM   T_LETTER_RECEIEVE  SED_TO_MANAGER          AME
                     D
Resolved




Partly Resolved




Partly Resolved




Resolved




Not Resolved
Partly Resolved   DELETED   DELETED   DELETED
Not Resolved
Not Resolved      26.08.03   2.09.03




Partly Resolved




Resolved
Withdrawn
DATE_APPOINTED   DATE_INVESTIGATOR_ DATE_REPORT_T   INV_OUTCOME
                  REPORT_RECEIVED O_RM_COMPLAIN
                                         ANT
DELETED   DELETED   DELETED   DELETED
DATE_APPEAL_L DATE_PASSED_TO DATE_ACKNOW APPEAL_
    ETTER         _BOARD        LEDGED   OUTCOM
                                            E
DELETED   DELETED   DELETED   DELETED
West Midlands Complaints Regional Database as at 15th December 2003
COMPLAINT_ CASE_NAME CASE_NUMBE TYPE_OF_ DATE_REP DATE_COMP NAME_OF_TEAM
 NUMBER                   R       CASE    ORT_ORDE LAINT_RECE   _MANAGER
                                            RED        IVED
  308-01                          Private          1st May,2003




  308-02                            Private                  17.07.03




  308-03                            Private     21.05.03     9.07.03

  308-04                            Private                  07.03.03




  308-05                            Private                  30.05.03




  308-06                            Private     21.05.03     14.07.03




  308-07                            Private     29.01.03     25.07.03



  308-08                           Statutory    16.10.01    08.08.2003
                                     Care




  308-010                           Private    25/03/2003   14/10/2003



  308-011                           Private     25.03.03     14.10.03
   320-01     Private     29.1.03       28.4.03



   320-03   Private                 11.06.03
320-04      Private     6.6.03      15.8.03




320-05      Private     30.4.03     20.8.03


320-06      Private         5/3/2003 13.8.03




320-07      Private                 25.8.03
320-08      Private     17.12.02    30.09.03


330-01      Private                 27/04/2003



330-02      Private                 24/04/2003


330-03      Private                     3/12/2003




330-04      Private                     6/11/2003



330-05      Private                 23/06/2003



330-06      Private                 23/06/2003

330-07      Private                 17/07/2003
330-08    Private                22/07/2003


330-09    Private                23/07/2003


330-010   Private                    8/4/2003


330-011   Private                22/08/2003

332-012   Statutory   30.01.03   18.08.2003
          Care




330-013   Private                    9/2/2003

330-014   Private                   9/10/2003



330-015   Private                   9/11/2003

308-012   Private     NK         23/10/2003
NAME_OF_STA OFFICE_B     SurName   ForName   STATUS   ADDRESS   APP_RESP_C
 FF_MEMBER    ASE                                                  ODE

             Coventry                        Father             Respondent




             Coventry                        Father              Applicant




             Coventry                        Father              Applicant

             Coventry                        Mother             Respondent




             Coventry                        Father              Applicant




             Coventry                        Mother             Respondent




             Coventry                         Other                Other



            Birmingham                       Father             Respondent




             Coventry                        Father              Applicant



             Coventry                        Father              Applicant
  Walsall   Grandpare      Applicant
               nts


Dudley
Dudley      Mother      Respondent




Walsall     Mother      Respondent


Walsall     Mother      Applicant




Dudley      Father      Applicant
Walsall     Father      Applicant


Burton      Father      Applicant



Tamworth    Mother      Respondent


Stafford    Mother      Respondent




Stafford    Father



Stafford    Grandpare   Other
            nts


Burotn      Mother

Burton      Other
Stafford   Grandpare   Other
           nts

Tamworth   Mother


Stoke      Father      Applicant


Stafford   Mother      Applicant

Stafford   Grandpare   Other
           nts




Stoke      Mother      Respondent

Burton     Mother      Respondent



Stoke      Father      Applicant

Citadel    Father      Applicant
POST_CODE   TEL_NO   ETHINICITY_ GENDER_ COMPLAINT_C
                       CODE       CODE      ODE

                     White British    Male




                     White British    Male    02,13




                     White British    Male     11

                      Not Known      Female   02,08




                     White British    Male     2




                     White British   Female    6




                      Not Known      Female    6



                      White Irish     Male




                          NK          Male    2,11



                       Asian or       Male    02,10
                     Asian British
                        Indian
 Not Known       Female   1,2




Asian or        Female
Asian British
Other




                Female


                Female




Asian or        Male
Asian British
Other
                Male



Not Known       Female


                Female




                Male



                Male



                Female

                Female
                BOTH


                Female


                Male


                Female                 2

White British   Both                   11




                Female                 2

                Female                 11



                Male                   1

Not Known       Male     02,03,04,08
    BRIEF_SUMMARY_OF_COMPLAINT                      COMPLAINT_AC   IF_NO_WHY_AND_BASIS
                                                      CEPTED

A mixture of grievances concerning the Court           TRUE
   Report and an accusation of officer bias
  towards the applicant mother. Wants the
complaint investigated and a change of officer.

    Recieving unsolicited information from
             Respondent mother.
Not obtaining information from Social Services.
  Complainant requested another report be
          prepared by another officer

           Delay in preparing report.
          Wanted report done quicker.
          Children's voices not heard.                 TRUE
      How the interview was conducted.
   Wanted an interview with Manager, when
          arranged failed to keep this.
   Uncertain as to what outcome was being
                     sought.
Numerous complaints about the content of the
                      report.
 Wanted officer removed from the case - this
                  was agreed to.
NB - ENTERED IN ERROR, DUPLICATE OF
              COMPLAINT 308-01
  Insensitivity on part of interviewing officers.
                 Not being heard.
Wanted matters to be discussed with Manager
 and for him to discuss in turn with the officers

 Misreprentation of remarks made by Deputy
                     Head.
  Complaint to judge forwarded to Service
             Manager for action.
     Concerns re children not listened to
      Recommendation for No Contact
     Inaccurate information in the report

 Wants to see his children and compensation
               for distress caused.
               Content of the report
  failure to consider the best interests of the
                      children
              Child protection issues
      Issues to do with the Cafcass report
 Child Protection Issues in respect of mother
Officers only took account of what respondent      TRUE     Complainant is a party and is
mother said and did not take sufficient note of             making representations about
       applicants' views and comments                           the interview process

Officer is biased in favour of other party         FALSE
Complaining officer was not being open with        TRUE
her and was showing bias in the applicant's
favour

Ms xx has since asked that x does not
investigate complaint as he was the co-worker
in an earlier stage of this case. Arrangements
have now been made
Officer hadn't taken her concerns on board re      TRUE
safety of child. Also "unprofessional" remark
made to her in court building.
Complianed that officer is biased in favour of     TRUE
the maternal grandmother respondent. Also
that questions were asked about
complainant's partner which were unnecessary.

Report contains inaccuracies
Officer has strongly sided with the respondent             Complaint presented in
and has changed her opinion in court                       offensive and unacceptable
                                                           language
Mr xx describing dissatisfaction about the         TRUE
content of the report and the biased
interpretation of information by the CFR (letter
5 pages of detailed issues)
Mrs xx unhappy at the service provided by          TRUE
CFR. Long detailed letter followed by previous
phone call.
Telephone call received firstly expressing         TRUE
concerns, re: late filing of report. Ms xx
expressed dissatisfaction with the CFR report
and the lateness of the report in a letter on
16/06/03
Letter received stating that officer had made      TRUE
discriminatory comments and comments
made by other officers were unsatisfactory,
also not happy with the mediator.
Letter received from grandparents expressing       TRUE
concerns regarding their grandchild, stating
that they should havebeen interviewed.

Letter received from mum, stating that some        TRUE
information in the report is incorrect.
Letter received from MP stating that one of her    TRUE
constituents remains concerned about her son
and contact arrangements
Letter from grandparents expressing concerns       TRUE
regarding their grandchildren, and the orders
made from court
Letter received from mum, stating that she is      TRUE
not happy with the lack of action and
communications skills of the CFR.
Mr xx perceives Mr xx to a be a friend of the      TRUE
judges and therefore not objective in his
approach to the case.
Letter received, dissatisfied with content of      TRUE
officer's report and officer's conduct
Complainants alleged that FCA did not act in       FALSE   No, The FCA acted in the
the child's best interest in that he did not               interests of the child at all
challenge the Local Authority about some of                times. He advised the
it's decisions. Desired outcome related to                 complainants to seek legal
specific allegations about what the FCA                    representation which they have
actually said to the complainants.                         not done. He challeneged the
                                                           complainants when they have
                                                           not acted in the child's best
                                                           interests. The FCA denies maki

Letter from mum not happy with the contents        TRUE
of the report.
Letter from mum complaining that her son's         TRUE
welfare is not of paramount importance and
the Cafcass Service does not put children first.

Letter received, not happy with mediation          TRUE
meeting
Complained that he became upset during the
interview and this was not put in the report.
Complained that the officers were not gender
neutral. Had complaints about officer not
keeping to court deadlines. Also that report
sent to a Solicitor who had prev
DATE_ACKN    DATE_PROBLEM_STA DATE_COMPLAINT_S OUTCODE_PROBL
OWELDGED       GE_COMPLETED   UBJECT_INFORMED       EM

29/04/2003        4/6/2003                  4/6/2003 Partly Resolved




18/07/2003       18/07/2003   18/07/2003             Not Resolved




14/07/2003       18/07/2003   18/07/2003             Resolved

 17.03.03         17.03.03    08.04.03               Withdrawn




16/07/2003       25/07/2003   25/07/2003             Resolved




25/07/2003       11/8/2003                 11/8/2003 Resolved



 20.08.03




15/10/2003
   28.4.01                 6.5.03              29.4.03              No further
                                                                    response from
                                                                    complainant




27.08.03        03.09.03                       05.09.03             Partly Resolved



     5/1/2003 23/05/2003                                    5/1/2003 Resolved



28/04/2003      28/05/2003                     28/04/2003           Resolved


     4/2/2003                       7/1/2003                4/2/2003 Resolved




18/06/2003      18/06/2003                     18/06/2003           Resolved



     7/1/2003                       7/1/2003                7/1/2003 Resolved



30/06/2003      30/06/2003                     30/06/2003           Resolved

24/07/2003      24/07/2003                     18/08/2003           Resolved
28/07/2003      28/07/2003               28/07/2003              Resolved


28/07/2003      19/08/2003               28/07/2003              Resolved


     8/4/2003                8/12/2003                8/4/2003


27/08/2003                    9/8/2003 27/08/03 (on leave)       Resolved

18.08.03        19.08.03                 19.08.03                No response from
                                                                 complainants




09.09.03        09.09.03                 02.09.03                Resolved

15/09/2003      23/09/2003               15/09/2003              Resolved



15/09/2003      30/09/2003               15/09/2003              Resolved
INV_DATE_COMPLAINT DATE_COMPLAINT_PASSE INVESTIGATORS_NAME   DATE_APPOINTED
 _LETTER_RECEIEVED    D_TO_MANAGER
DATE_INVESTIGATOR_REPORT DATE_REPORT_T   INV_OUTCOME   DATE_APPEAL_LETTER
        _RECEIVED        O_RM_COMPLAIN
                              ANT
DATE_PASSED_TO_ DATE_ACKNOWLED APPEAL_OUTC
     BOARD            GED          OME
Greater London Complaints Regional Database as at 15th December 2003
COMPLAI CASE_NAME    CASE_NU   TYPE_OF DATE_REPO DATE_COM NAME_OF_TEAM
NT_NUMB              MBER       _CASE RT_ORDERE PLAINT_RE _MANAGER
ER                                     D         CEIVED

612-01                          Private   N/A          08.08.03




612-02                          Private                05.06.03




620-01                          Private   17/12/2002   20/05/2003




622-01                          Private   23.11.01     14.05.03




622-02                          Private   05.02.03     17.04.03



622-03                          Private   05.02.03     08.05.03
622-04   Private   03.04.03    16.06.03




622-05   Private   05.02.03    23.06.03




622-06   Private   25.04.03    03.07.03




618-02   Private   18.3.2003   18.7.2003




618-01   Private   27.3.03     17.7.03


624-01   Private   N/A         7/23/2003


626-01   Private   4.3.2002    22.5.2002




626-02   Private   21.3.03     11.6.03
626-03    Private    21.3.03      7/29/2003




626-04    Private    5/21/2003    9/10/2003




614-01    Private    5/21/2003    4/9/03 and
                                  23/9/03




610-02   Statutory                26/06/2003
           Care




610-03    Private    2/4/2002     8/14/2003



610-04   Statutory 2/6/2003       19/08/2003
           Care
610-05    Private                 23/09/2003
626-05


626-06    Private    23.6.03      22.9.03


614-02   Statutory   29/09/2002   25/09/2003
         Care
NAME_OF_STAFF OFFICE_BAS     SurName   ForName   STATUS   ADDRESS   APP_RESP_
_MEMBER            E                                                  CODE


              Kingston/PRF                       Mother             Respondent
                    D




                 PRFD                            Father              Applicant
                (Holborn)



               FINCHLEY                          Mother             Respondent




                  Ilford                         Father             Respondent




                  Ilford                         Mother             Respondent



                  Ilford                         Father              Applicant
    Ilford    Mother    Respondent




    Ilford    Mother    Respondent




    Ilford    Mother    Respondent




   Bromley     Father     Applicant




   Bromley    Mother    Respondent


Kingston     Mother     Respondent


Uxbridge     Father     Respondent




Uxbridge     Father     Applicant
UXBRIDGE   Father      Applicant




Uxbridge   Father      Applicant




Croydon    Father      Respondent




PRFD       Father      Other




Archway    Mother      Respondent



PRFD       Solicitor   Other

Archway
Uxbridge   Father      Applicant


Uxbridge   Father      Respondent


Croydon    Other       Other
POST_CODE   TEL_NO   ETHINICITY_ GENDER_C COMPLAINT_
                       CODE        ODE      CODE


                     Not Known   Female     eleven




                     Not Known    Male    four/five/six




                     Not Known   Female    1/1/2000




                     Not Known    Male       01,11




                     Not Known   Female    03,13,08



                     Not Known    Male       12,08
 Not Known        Female   02,01




 Not Known        Female    12




 Not Known        Female   01,12




 Not Known         Male




 Not Known        Female


Not Known       Female


White British   Male




White British   Male
White British   Male     1, 13




White British   Male




                Male




                Male     31/12/1899




Not Known       Female   01, 08




                Male


Asian or        Male
Asian British
Pakistani
       BRIEF_SUMMARY_OF_COMPLAINT                         COMPLAIN IF_NO_WHY_AND_BASIS DATE_ACKNO
                                                          T_ACCEPT                      WELDGED
                                                             ED

Letter dated 6.8.03 from mother asserts xx co-erced                                                 15.08.03
 and unduly prressurised the child during In-Court
          Conciliation interview on 4.8.03.
 Also that xx was rude and offensive to her (i.e. the
          mother) and did not act impartially


Letter dated 29.5.03 from Mr xx asserting xx"... took      TRUE                                     05.06.03
 sides with mothers, penalized black fathers ..." and
he found "...interview hypocritical, a joke, racist and
 sexist... He feels Ms xx is misplaced professionally
                  and culturally towar
Despite Father wirhdrawing application mother upset                Complaint not accepted on
  aboue conduct of enquiries and content of report.                basis that as involves
                                                                   content of report this would
                                                                   be an issue for the Court to
                                                                   resolve and notwithstanding
                                                                   this the father has
                                                                   withdrawn his application.

 Case involved change of residence from father, Mr         FALSE     All matters raised were
  xx, to mother. Mr xx complaining that CFR was                    needing to be addressed in
                biased against him.                                  Court. The actions and
Service Manager met with Mr xx and his present wife                       conduct of the
 to discuss complaint on 15.05.03. And suggested                   CFR/Guardian Ad Litem had
          meeting with them and CFR. Thi                            all been fully endorsed by
                                                                            the Court.
Complaint questioned the thoroughness of process,
accused CFO of being patronising, dismissive and
    racist. Ms xx requested change of Officer.

Complaining about delay in process and short notice        FALSE        Delay and cancelled
 of cancelled appointment. No particular outcome                     appointment were not the
                    requested.                                       fault of CAFCASS or the
                                                                    Officer concerned. Service
                                                                    Manager wrote to Mr xx on
                                                                   12.05.03 clarifying the report
                                                                     and court process. Mr xx
                                                                    satisfied with this response.
  xx prepared the report in 2002. Ms xx contacted       FALSE      Complaint was about a
Service Manager at that time by telephone to object             previous report which Court
 to contents of report which she had also discussed                 had already dealt with.
with someone who was not party to the proceedings.              Complaint was in any case
         Service Manager advised her on tha                       about contents of report
                                                                      which needed to be
                                                                      addressed at Court.
                                                                   However in view of this
                                                                clients lack of confidence in
                                                                   the CFR concerned the
                                                                        Service Manage
 Telephone call from Ms xx's father regarding recent                  CFR accepted that
 Court hearing where there was confusion about the              arrangements as described
   wording in xx 's report concerning the details of                   in her report were
contact arrangements. The arrangements as set out               ambigious. She had already
      in the report were not those which Ms xx                    apologised to the parties
                                                                  and to the court. Service
                                                                 Manager also wrote to Ms
                                                                       xx to apologise for
                                                                       confusion and any
                                                                    inconvenience caused.

   Ms xx alleging that CFR was unfair and biased
against her. Also upset about an incident at Contact
Centre the previous Saturday when CFR had gone to
observe contact . Child resistant to contact and CFR
  had stated to mother that child was acting. Also s

Mr xx wanted extra information entered into report.
Agreement has now been reached completely along
 the lines of the Cafcass report. The hearing date
                  has been vacated.

xx has registered her complaint but has not specified
    what it is. Will know more after the court case.

Conduct of meeting with Mrs xx and Ms xx was not
satisfactory and inaccuracies and miskates in report.

Mr xx did not make the detailed analysis of the         TRUE                                    23.5.03
situation or ieigh up the advantages re
education/environment Mr xx could offer or properly
address the welfare check list. Finally Mr xxbelieves
that Mr xxs initial misunderstandi
Following an incident at the Contact Centre last wk     TRUE                                    11.6.03
(wk commencing 2 June)when Mr xx became very
angry, the centre have refused to have him back.
The children's mother was very frightened and Mrs
xx has written to the Court to recommend no dir
MRS xxWAS BAISED - SHE DID NOT SPEAK TO                  FALSE   All points to be raised at       31.7.03
HIS WIFE AND DID NOT CHECK THE FACTS. MR                         court - provision for court to
PEACHEY WANTS RESIDENCE FOR HIS CHILD                            appoint ISS to observe
AND LEAVE TO REMOVE FROM JURISDICTION.                           contact in America.
PLUS NO OBSERVATION OF CHILD WITH HIS
PATENTALFAMILY.

Report, due to typing error, indicated the children      TRUE                                          9/10/2003
had not been seen individually when in fact they
had.This followed telephone conversation with Mr xx
following letter received 22/8/03. However Mr xx had
been satisfied at that point so not
Mr xx has alleged that Ms xx is biased in favour of
the mother and that she is anti-men. He requested
re-allocation. This should be refused as I have found
no evidence of this. All parties and children have
already been interviewed. To re-alloca

(1) Bias in favour of mother / lack of impartiality /
seeks investigation and validation of perception
(2) Insistence on use of a name for child which is not
child's proper given name / guardian to use name
preferred by father
(3) Brakdown in communica
Bias towards Mr xx, faiulure to respond to requests      TRUE    To allow Mum to come for a            8/15/2003
to meet Mrs xx and proceeding to contact                         meeting to explore areas of
probationservices and child's school without her                 complaint in more detail.
consent.
Delay in appointment of Children's Guardians.            TRUE    Failure to comply to Service     20/08/2003
                                                                 Standards

                                                         TRUE                                     28.01.03


That practitioner is biased and has previously liedin    TRUE                                     22.9.03
court.

Guardian breached boundaries of role
DATE_PR DATE_COMP OUTCODE_PROBL INV_DATE_C DATE_COMPLAI INVESTIGATORS_
OBLEM_S LAINT_SUBJ     EM       OMPLAINT_L NT_PASSED_TO      NAME
TAGE_CO ECT_INFORM               ETTER_REC   _MANAGER
MPLETED     ED                     EIEVED
                                08.08.03




                                 05.06.03   15.07.03
22.5.03   22.5.03   Not Resolved   30.5.02   21.5.03   Richard Walker




11.6.03   11.6.03   Not Resolved
10.9.03    29.7.03         Not Resolved




               9/15/2003




               8/16/2003



N/A


17.02.03   17.02.03        Not Resolved   24.03.03   24.03.03   Sue Clarke


14.10.03   14.10.03        Not Resolved   13.10.03   7.11.03?
DATE_APP DATE_INVES DATE_REP INV_OUT DATE_APP DATE_PAS DATE_AC APPEAL_
 OINTED TIGATOR_RE ORT_TO_R COME     EAL_LETT SED_TO_B KNOWLED OUTCOM
         PORT_RECEI M_COMPL             ER      OARD     GED      E
            VED      AINANT




                                    Appeal file   1/12/2004 13/11/03,
                                    received                08/01/04
                                    on 12/11/03
04.06.03   11.07.03   14.08.03   Not      27.08.03   23.09.03/   10/3/2003
                                 Upheld              12.01.04
31.03.03   16.06.03   02.06.03   Not      25.08.03   08.10.03   Not
                                 Upheld              (Pass to   Accepted
                                                     Ops)

				
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